喜来登-商务礼仪business-etiquette.ppt

Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,Click to edit Master title style,1-,*,喜来登 商务礼仪business etiquette,Self-introduction,2.Is image&etiquette,1.My name&position,important for me?,3.Why?,4.My I&E score?,(1-lowest 5-highest),Course Outline课程内容,Appearance&grooming,仪容仪表与着装,Visiting etiquette,出访礼仪,Reception etiquette,接待礼仪,Telephone etiquette,电话礼仪,Business dinner,商务餐,Negotiation etiquette,谈判礼仪,Clean and tidy.Dont let your hair touch your eyebrows,collar or ears,整洁、无头屑、男士前不遮眼后不触领,Shaving everyday,每天刮干净,No secretion,无血丝、无分泌物,Oiless and never let your vibrissa out,无油光、不露鼻毛,No the food remainder or lip stick,无残留食物或口红印,Appearance:仪容仪表:,Hair:,头发:,Mustache:,胡子:,Eyes:,眼睛:,Nose:,鼻子:,Teeth:,牙齿:,Always use the headgear the hotel provides and keep it clean,只配戴酒店提供的头花并保持清洁,Natural make-up is a must.,必须化淡妆,Simple style and less than three pieces.,款式简单,全身少于三件,.,Short and clean.Unnatural color or brushed off nail paint is forbidden.,短且干净,不得使用过艳的指甲油,出现脱落须洗净重涂.,Appearance:仪容仪表:,Headgears:,头饰:,Make-up:,妆容:,Jewelry:,首饰:,Nails:,指甲:,1.5cm broader than your body.,两边各宽于身宽1.5厘米.,Shirt collar should be 1cm above the suit collar.,衬衫衣领高于西装衣领1厘米左右.,1cm shirt sleeve is beyond the suit sleeve.,衬衫衣袖外露出西装1厘米.,Load as less thing as possible.,尽量少装东西.,Grooming:Males 着装:男士,Shoulder:,肩,Collar:,领:,Sleeve:,袖:,Pocket:,衣袋:,Cover 4/5 of your buttocks.,盖住4/5的臀部,Cover 2/3 of the surface of your shoes.,盖住院2/3的鞋面,Dark color.,深色系,Clean and with the shoelace tied well.,干净且鞋带系好.,Keep the same color series and quality with the shoes.,与鞋同一色系和质地.,Grooming:Male 着装:男士,Suit:,外套:,Trousers:,西裤:,Socks:,袜:,Shoes:,鞋,Belt&Case:,皮带/包:,Not too soft or too thin.,不宜过软或过薄.,Modest and no more than three,端庄,不超过三色.,Decent with collar and sleeve,有领有袖,优雅合体.,At most 2cm above knees,裙边不能高于膝上2厘米.,Clean and assorting with the color and style of the clothing,干净且与服装的颜色及款式相称.,Its a must for skirt and assorting with color of the shoes,穿裙装时必须穿连裤袜,颜色须与鞋的颜色相称,Grooming:Female 着装:女士,Material:,面料:,Color:,颜色:,Style:,款式:,Skirt:,裙:,High-heel Shoes:,鞋,Panty-hose:,袜:,Visiting Etiquette:Procedure 出访礼仪:必要程序,Make an appointment ahead of time.,事先约定拜访时间,Get prepared.,准备充足,Confirm your visit by calling your guests before I set out.,出发前致电确认,Call the guests to inform them your arrival.,到达时致电告知,Communication.,商谈,Thanks for reception&say good-bye.,致谢告辞,Necessary follow-up paper work.,必要时跟进相关文件,Visiting Etiquette:Introduction出访礼仪:介绍,Sequence,尊卑有序,Call the guests with their titles,称呼头衔,Provide,adequate information,提供足够资料,Introduce yourself in time,主动自报家门,Sequence.,尊卑有序、主客有别,Lady first.,女士为先,Choose the proper time.,注意时宜,Keep your hands clean and dry.,保持清洁 与干燥,Shake hands warmly and politely.,热情有礼,Visiting Etiquette:Shaking Hands出访礼仪:握手,Visiting Etiquette:Exchanging Business Card出访礼仪:交换名片,Make sure the Business Cards are ready and sufficient,注意检查名片是否随身带好了、是否够用.,Put the cards in suit inside pocket,case or purse,名片置于西装内袋或皮包里.,Stand up,lean forward and deliver your card with both hands.Introduce yourself while delivering.,起立双手递出名片,身体略向前倾.同时进行自我介绍.,Deliver card after being introduced by your boss if hes with I.,如有上司在，经上司介绍后再递出,Make sure the guest can read and understand the word on the card once he or she gets it.,名片正面对住对方,文字以客人的母语为佳.,your card should be lower than your guests if you two happen to deliver the cards at the same time,如同时递出,应低于对方双手的高度,Delivering,递出名片,Visiting Etiquette:Exchanging Business Card出访礼仪:交换名片,Stand up,lean forward and receive the guests card with both hands.,起立双手接收名片,身体略向前倾.,Read the card quickly and immediately greet the guests with the last name and title.,迅速地看清名片,并立即用客人的“姓氏+头衔问候对方.,Confirm the unclear points with the guests with polite question.,大方而有礼问清客人不明白的地方.,Seriously put the card into a proper place such as Business Card Fold.,郑重地将接到的名片放到诸如名片夹之类合适的地方.,Call the guest correctly after receiving his or her card.,看过名片后,就必须能正确地称呼对方.,Proper complementing guests company is a good way to star your conversation.,适当恭维对方的单位是展开谈话的一种不错的开场.,Receiving,接收名片,Reception Etiquette:Procedure接待礼仪:基本程序,Self introduction,自我介绍,(Herald,传达,),Leading the way,带领,Drink service,敬茶,Communication,交流,Thanks for the visit&shaking hand,感谢来访,/,离席,Seeing the visitor off,送客,Tidy,整理,Case Study 案例分析-1,Car Seats 场景,：,轿车座位安排,A.If its a taxi,这是一部的士,B.If its the hotel car,这是公司的车,C.If its guests car,这是客人的车,Driver Seat,司机位,C位,A位,B位,Case Study 案例分析-2,门,A,B,C,D,Meeting Room Desk,会议桌,Small Meeting Room Seats场景,：,小型会议室座位安排,Door,Case Study 案例分析-3,门,会议桌,A,B,C,D,E,F,Small Meeting Room Seats场景,：,大型会议室座位安排,Door,Case Study 案例分析-4,Dinning Seats 场景,：用餐座位安排,门,Table,餐桌,A,G,F,E,D,C,B,Door,Reception Etiquette:Seats Arrangement 接待礼仪:座位安排,Ensure the sufficiency of seats,保证足够的座位,Show your respect,显示尊敬,Ensure the convenience of communication,便于沟通,Reception Etiquette:Communication 接待礼仪:交谈,Keep necessary Distance,保持必要空间距离,Eye contact,目光交流,Listen patiently,and never interrupt the guests words,耐心倾听，不轻意打断对方,Response in proper time,适时作出回应,Speak slowly,with proper volume and in a gentle way,速度稍慢,音量适中,语调平和,Dont take care of the guest.,不理客人，只顾自己。,Disorder.Keep the guest waiting,.,手忙脚乱，让客人无故等候,Excessive or empty complements.,赞美过多或过泛,Reception Etiquette:Hotel Tour 接待礼仪:带领参观,Take care of guest in terms of security,cleanness,convenience and comfort.,保障客人的安全、便利、清洁与舒适,.,Well prepared and coordinated.Do or say something to improve the relationship with the guest if you have to wait.,事前做足准备和协调，不得不要客人等候时，有效与客人拉近距离,Sincere and concrete complement.,真诚而具体地赞美客人,Speak ambiguously or be unsure of the information or data.,表达含糊,对信息、数据不清楚,Ignore other guests or associates.,对其他客人或同事置之不理,Reception Etiquette:Hotel Tour 接待礼仪:带领参观,Be familiar with the hotel information and introduce accurately.,熟悉内容，介绍详尽,数据准确,Greet with smile.Briefly Introduce if necessary.,微笑打招呼,.,必要时进行简短的介绍,.,Blank and careless looking,单调而不关心的表情,Dash along or stupid repeat,.,忽视客人需求，滔滔不绝，愚蠢重复,Over questioning.,过多过频或不着要领的发问,Reception Etiquette:Hotel Tour 接待礼仪:带领参观,Speak&listen empathically,目光关注，设身处地,Observe the guest and encourage him/her to speak in the right time,观察入微,适时鼓励客人说出自己的想法,Ask smart questions.,适当发问,Ten Bad Manners of Telephone Handling电话礼仪十大忌,Only say hello when taking the call,接听电话时只说“喂？”,Speak with food/gum in month or speak to the people aside,在电话时吃东西、嚼香口胶、跟身边的人说话,Speak with the phone clamped between the ear and shoulder,用耳朵和肩膀夹住听筒讲电话,Take two calls at the same time,同时接听两条线,Keep the guest waiting without any explanation,让人等候不告知或不说明原因,Be rude to the one who dialed a wrong number,对打错电话的人无礼,Dont take the colleagues call when he/she is not there.Or take the phone coldly.,对找其他同事的电话置之不理或敷衍了事,Provide wrong information.,提供错误信息,Private call occupies the line too long.,私人电话占用过长时间,Chat with the people around while the colleagues are talking in the phone aside.,当同事在听电话时,在他身边与其他同事谈笑,.,Ten Bad Manners of Telephone Handling电话礼仪十大忌,Telephone Etiquette:Body,Language电话礼仪:,正确的身体语言,Stop anything youre doing to take the phone when it rings twice.,铃响两声后，中止其他事情和对话，立即接听,Standard answering with smile and gentle voice:,微笑着语气温和地自报家门：,您好,!,-Good morning!,营销部,-S/M,我是,Connie.,-Connie speaking.,有什么可以帮到您？,-May I help you?,Telephone Etiquette:Pick up The Phone电话礼仪:,接听,How to response under this situation?练习：出现下列情况时,如何应对?,My mobile phone rings while Im in the phone.,Who is more important,the one Im talking to or the one whos calling in?,The guest asked me a very big question but I know I cannot answer him with the current information now I have.,I need to find a file to answer the guests question in the phone,but I know it takes time to look for it.,I find its so hard to understand the guests English when were talking in the phone.,The signal at the guests side is so bad that I can hardly hear anything.,Its so noisy at the guests side that he speaks to me in such a loud voice.Oh,my poor ear!,The call is transferred to me by mistake.The one whos calling wants to speak to Purchasing dept.,The one whos calling just calls for fun.,My colleague left office just now.Her phone is ringing again and again.,The guest called many times for my colleague but unfortunately he is out again.Obviously,the guest is going to loose his patience.,I have passed the message to my colleague,but she didnt answer her guest.Now her guest calls again and I can feel his anger.,Well prepared.,常备资料,Greet and identify the guest,接通后问好并确认,Manage your voice and words,经营声音和语言,Confirm the result and end the call with thanks,确认，谢谢对方，礼貌地结束对话,Hang up the phone gently after until the guest hang up,让对方先挂电话后轻放话筒,Telephone Etiquette:Make A Phone Call电话礼仪:打出电话,Telephone Etiquette:Transfer The Call电话礼仪:转接电话,Politely ask the guest to wait for a while.,请来电人稍候,Inform your colleague that you will transfer the phone for him/her.,招呼目标接电人接电,Tell the guest youre transferring calls for him/her.,告知来电人将替他转电话,On your left,放在左手边桌上,Its for cleaning your hands instead of your face.,用于擦手，不用于擦脸,Little for once.Pick the food into your bowl with public chopsticks or spoon.Never put back what you have picked.,一次少许，使用公筷公勺,不可将已夹出的菜抖落回盘中,No voice while drinking soup,不可喝出声音,Stop your chopsticks if you want to speak.Dont speak with food in mouth and never talk about disease or dirty things.,停下筷子说话，口中有食物时不说，不可谈及疾病及肮脏的东西,Stand up to and with both hands,起身、双手端杯敬酒,Ask for a short leave with explanation and apology and tell the guest when youll be back.,先道歉并简短说明原因，告知回席时间,Napkin,餐巾：,Wet towel,湿巾：,Pick food,夹菜：,Drink soup,喝汤：,speak,交谈：,Toast,敬酒：,Leave for a while,离座：,Telephone Etiquette:In Chinese Restaurant商务餐礼仪:中餐,Take the seat,入座,Table ware,餐具及其使用,Sequence,用餐顺序,Gesture,用餐姿式,Telephone Etiquette:In Western Restaurant商务餐礼仪:西餐,Negotiation Etiquette:Reception 谈判礼仪:接待,Welcome the guests with corresponding standard,用相应规格迎接对方人员,Arrange accommodation and entertainment according to the guests liking,安排符合对方心意的食宿和消遣,Provide the guests with the most respect and comfortable seats,让客人坐北朝南,/,最舒适的座位,Show the negotiation teams integration and hospitality,突出谈判班子的整体性和亲和力,Speak briefly in an understandable way,发言要简洁明了，使用对方容易接受的语言,The speech time of the two sides should be half to half,双方发言时间应平分秋色,Listen patiently and do not interrupt or criticize the guests unless necessary,耐心倾听，不可随意打断甚至插话批驳,Summer or clarify the guests main points in proper time,适时概括或澄清对方的要点,Negotiation Etiquette:Communication谈判礼仪:交流,Well prepared,充分准备,The Guest sits on the right,主左客右,Team work,助签的作用,Exchange contract&shake hands,交换文本并握手,Negotiation Etiquette:Signing Contract谈判礼仪:签署合同,Your Manner,个人风范,Knowledge,丰富的知识,+,Continuous Practice,长期的修炼,-The End-,